Reason Codes and Documents
Learn in detail about the dispute reason codes and documents required for representation.
General documents required for the representation of disputes
| Document Name | Description |
|---|---|
| Delivery/Service Proof | Proof that the cardholder/customer did in fact receive the goods or services, such as signed delivery confirmation. |
| Shipping Proof | Proof that the address was validated via authorisation and that the goods were shipped to that address. |
| Statement of Service | Account statement of wallet where funds were loaded by the customer. |
| Proof of Service Used | Customer acknowledgement of services used in case of a recurring transaction. |
| Cancellation of Service Proof | Document to support you were able to provide merchandise or service and that the cardholder/customer cancelled prior to the delivery date. |
| Refund Proof | Refund details to the customer if done via any other mode. |
| Business model explanation | Generic letter elaborating how your business operates once a payment is made by the customer. |
| Extra Charges Declaration | Terms and conditions stating customer would be accounted for extra charges. |
| Terms & Conditions | Terms and conditions elaborating your refund/cancellation policies. |
| Customer Withdrawal Letter | Proof stating that the cardholder/customer no longer Disputes the transaction, or the issue was resolved with the customer. |
| Certificate of Authenticity | Original purchase receipts issued by the manufacturer that shows the products you've sold are genuine. |
| Reseller Agreement | A legal document that authorises you to sell the manufacturer's products. |
Dispute reason codes and their categories
VISA Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 10.1 | EMV Liability Shift Counterfeit Fraud | Fraud |
| 10.2 | EMV Liability Shift Non-Counterfeit Fraud | Fraud |
| 10.3 | Other Fraud: Card-Present Environment | Fraud |
| 10.4 | Other Fraud: Card-Absent Environment | Fraud |
| 10.5 | Visa Fraud Monitoring Program | Fraud |
| 11.1 | Card Recovery Bulletin | Authorisation |
| 11.2 | Declined Authorisation | Authorisation |
| 11.3 | No Authorisation | Authorisation |
| 12.1 | Late Presentment | Processing Errors |
| 12.2 | Incorrect Transaction Code | Processing Errors |
| 12.3 | Incorrect Currency | Processing Errors |
| 12.4 | Incorrect Account Number | Processing Errors |
| 12.5 | Incorrect Amount | Processing Errors |
| 12.6 | Duplicate Processing/Paid by Other Means | Processing Errors |
| 12.7 | Invalid Data | Processing Errors |
| 13.1 | Merchandise / Services Not Received | Consumer Disputes |
| 13.2 | Cancelled Recurring Transaction | Consumer Disputes |
| 13.3 | Not as Described or Defective Merchandise / Services | Consumer Disputes |
| 13.4 | Counterfeit Merchandise | Consumer Disputes |
| 13.5 | Misrepresentation | Consumer Disputes |
| 13.6 | Credit Not Processed | Consumer Disputes |
| 13.7 | Canceled Merchandise / Services | Consumer Disputes |
| 13.8 | Original Credit Transaction Not Accepted | Consumer Disputes |
| 13.9 | Non-Receipt of Cash or Load Transaction Value | Consumer Disputes |
MASTERCARD Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 4808 | Authorization Related Chargeback | Authorisation |
| 4834 | Point of Interaction Error | Point of Interaction Error |
| 4837 | No Cardholder Authorization | No Cardholder Authorisation/ Fraud |
| 4840 | Fraudulent Processing of Transactions | No Cardholder Authorisation/ Fraud |
| 4849 | Questionable Merchant Activity | No Cardholder Authorisation/ Fraud |
| 4850 | Installment Billing Dispute | Installment Billing Dispute |
| 4853 | Cardholder Disputes | Cardholder Disputes |
| 4854 | Cardholder Dispute Not Classified Elsewhere (US) | Cardholder Dispute Not Classified Elsewhere |
| 4855 | Goods or Services Not Provided | Cardholder Disputes |
| 4860 | Credit not processed | Cardholder Disputes |
| 4870 | Chip Liability Shift | No Cardholder Authorisation/ Fraud |
| 4871 | Chip / PIN Liability Shift--Lost / Stolen / Never Received Issue (NRI) Fraud | No Cardholder Authorisation/ Fraud |
AMEX Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 4507 | Incorrect Charge Amount/ Currency Discrepancy | Processing Errors |
| 4512 | Duplicate Charge | Processing Errors |
| 4513 | Credit not processed / No Show | Cardmember Dispute |
| 4516 | No Reply | Inquiry / Miscellaneous R03 |
| 4521 | Charge Amount Exceeds Authorisation Amount/No valid Authorisation | Insufficient Reply |
| 4523 | Unassigned Card Number | Authorisation |
| 4533 | Goods / Services Not as Described / Damaged / Defective | Processing Errors |
| 4534 | Missing Signature | Cardmember Dispute |
| 4536 | Late Submission | Fraud |
| 4540 | Card Not Present | Processing Errors |
| 4544 | Cancelled Recurring Billing | Fraud |
| 4554 | Goods / Services Not Received or Only Partially Received C14 Paid by Other Means | Cardmember Dispute |
| 4750 | Vehicle Rental - Capital Damages | Cardmember Dispute |
| 4752 | Credit Processed as Charge | Processing Errors |
| 4755 | No Cardmember Authorisation | Fraud |
| 4763 | Fraud Full Recourse Program | Fraud |
| 4798 | EMV Counterfeit | Fraud |
| 4799 | EMV List / Stolen / Non-Received | Fraud |
DINERS Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| A02 | Authorization Processing Errors | Processing Errors |
| A06 | Unissued Account Number | Authorization |
| B24 | Late Presentation | Processing Errors |
| B25 | Duplicate Charge | Processing Errors |
| B26 | Alternate Settlement Currency Incorrect Exchange Rates | Processing Errors |
| B27 | Incorrect Currency | Processing Errors |
| C41 | Fraud - Card Present Transaction | Fraud |
| C42 | Fraud - Card Not Present Transaction | Fraud |
| C46 | Multiple Charges at Service Establishment Fraudulent Transaction | Fraud |
| C53 | Fraud – Chip Card Counterfeit Transaction | Fraud |
| C54 | Fraud – Lost or Stolen Chip and PIN Card Transaction | Fraud |
| D61 | Altered Amount | Processing Errors |
| D62 | Non-Receipt of Goods or Services | Consumer disputes |
| D66 | Credit not Processed | Consumer disputes |
| D67 | Cardmember Paid by Other Means | Processing Errors |
| D69 | Cancelled Recurring Transactions | Consumer disputes |
| D70 | Cardmember Does Not Recognize | Consumer disputes |
DISCOVER Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 4534 | Duplicate Processing | Processing Error |
| 4541 | Recurring Payment | Consumer Disputes |
| 4542 | Late Presentation | Processing Error |
| 4550 | Credit/ Debit Posted Incorrectly | Processing Error |
| 4553 | Cardholder Disputes Quality of Goods or Services | Consumer Disputes |
| 4586 | Altered Amount | Processing Error |
| 4865 | Paid by Other Means | Processing Error |
| 4752 | Does not Recognize | Consumer Disputes |
| 4753 | Invalid Cardholder Number | Authorization |
| 4755 | Non-Receipt of Goods or Services | Fraud |
| 4866 | Fraud Chip Card Counterfeit Transaction | Fraud |
| 4867 | Fraud Chip Card and PIN Transaction | Fraud |
| 7010 | Fraud Card Present Transaction | Fraud |
| 7030 | Fraud Card Not Present Transaction | Fraud |
| 8002 | Credit Not Processed | Consumer Disputes |
RUPAY Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 108 | The remitter account is debited but the beneficiary account was not credited | Chargeback Raise |
| 109 | The remitter bank customer still disputes that the beneficiary account is not credited | Pre-arbitration Raise |
| 121 | TCC has been raised but the customer still complaining that Beneficiary a/c is not credited | Deferred Chargeback Raise |
| 128 | Chargeback on Fraudulent Transaction | Fraud Chargeback Raise |
| 1061 | Credit not processed for cancelled or returned goods and services | Chargeback Raise |
| 1062 | Goods and Services not as described / defective | Chargeback Raise |
| 1063 | Paid by alternate means | Chargeback Raise |
| 1064 | Goods or Services Not Provided / Not Received | Chargeback Raise |
| 1065 | Account debited but transaction confirmation not received at the merchant location | Chargeback Raise |
| 1081 | Transaction not steeled within the specified timeframes | Chargeback Raise |
| 1084 | Duplicate /Multiple Transaction | Chargeback Raise |
| 1085 | Cardholder was charged more than the transaction amount | Chargeback Raise |
| 1097 | The customer is still claiming that services are not delivered | Pre-arbitration Raise |
UPI Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 1061 | Credit not processed for cancelled or returned goods and services | Chargeback Raise |
| 1062 | Goods and Services not as described / defective | Chargeback Raise |
| 1063 | Paid by alternate means | Chargeback Raise |
| 1064 | Goods or Services Not Provided / Not Received | Chargeback Raise |
| 1065 | Account debited but transaction confirmation not received at the merchant location | Chargeback Raise |
| 1081 | Transaction not steeled within the specified timeframes | Chargeback Raise |
| 1084 | Duplicate /Multiple Transaction | Chargeback Raise |
| 1085 | Cardholder was charged more than the transaction amount | Chargeback Raise |
| 1097 | The customer is still claiming that services are not delivered | Pre-arbitration Raise |
Cashfree Payments Internal Reason Codes
| Reason Code | Description | External Category |
|---|---|---|
| 1401 | Fraud Transaction | Fraud |
| 1402 | Duplicate Processing | Processing Error |
| 1403 | Services Not Rendered | Customer Dispute |
| 1404 | End Customer Escalation | Customer Dispute |
| 1405 | Suspicious Transaction | Fraud |
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Updated 4 months ago
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